Prior to checking in, I informed staff, that we might need to cancel the final night of our stay. I was told that if we did this before midnight the following day, there would be no charges. We formally changed the reservation 2:00pm the next day. I inquired if there were cancelation fees, was told that there were no fees. I requested the total amount being charged to my card and was told an explicit amount.
A receipt arrived at the door in the morning with a cancelation charge added.
When I spoke with staff about this, the individual struggled with a computer and told me that there was nothing he could do. “New ownership. You need to take this up with the company with whom the reservation was made.” When I told him that I was told by staff , “She was wrong. New administration.” There was no information on the charges at hotel.com as I paid directly at the front deck. The entire transaction took place at the hotel. No one is a fan of inadequate information being conveyed.
The hotel itself was fine. Public spaces were dated, but clean. Rooms were quiet and comfortable. Staff struggled with English and could use better training using their own systems.